“I ordered a table from Daals which arrived faulty. What followed was weeks of stress, chasing, and evasive responses.
The delivery process is ridiculous . They give you very little notice of when they’ll deliver, and you can’t change the date. If you’re unavailable, tough luck.
It took repeated emails to arrange a collection of the faulty table. They failed to inform me of the collection date - I only found out from a DHL text a few hours before the purported collection. I then had to rush home from work and stay in all evening, only for nobody to turn up. The next day I asked Daals to tell me when collection would take place. Again, no help from customer service on timing. Luckily DHL showed up that afternoon.
Here’s the hypocrisy: Daals charge customers £60 for a missed delivery, but when they miss a collection for which you only received a few hours notice? No apology, no compensation, no ownership of their mistake.
I was told my refund request was “sent to accounts,” but was also warned this could take 14 working days to process. This is outrageous for a large retailer - they take your money instantly but drag their feet returning it.
I’ve repeatedly asked for the issues I experienced to be escalated to management. This was ignored. Nobody confirms this. Nobody takes responsibility. Every response feels deliberately obtuse, designed to frustrate rather than resolve.
Looking at reviews, it’s clear I’m not alone. Many customers describe the same pattern of faulty goods, ignored messages, and endless delays. This is more than bad luck, it’s a systemic issue.
This has been incredibly stressful and time‑consuming. I ordered a table, not weeks of back‑and‑forth emails and uncertainty about whether I’ll ever see my refund.
If you value your time, money, or sanity, avoid Daals.”
“Poor quality, no exchanges, unhelpful support
Sofa fabric and quality is not as pictured. Cheaply made. Not worth the money. Hard to assemble back panels as the pieces were screwed on visibly wonky with screw hanging out. We had to rescrew in to get back sofa cushions to attach. Return process is barely workable. Have to find and organize return courier at own cost. Packaging has to be fully intact which is impossible and was damaged by delivery personnel. No exchange option. Customer service unhelpful. Would never order here again. Hopefully helps others not to be tempted by the photos, don’t waste your money”
“If something goes wrong be prepared for utterly useless decision making from customer services. I had one of two items on an order delivered. The order was for an outdoor large chair/ daybed and a cover. Chair delivered, box was fairly battered so my initial concern was over damages and took photos. Only later did I realise the cover was missing. On calling customer services it seems they are not allowed to make sensible decisions themselves. The 'proof' of delivery photo showed the cover on the box but it was clearly not taken at the point of delivery. The box was delivered onto a brick pathway. The photo showing tarmac or a dark grey floor and pallet truck forks - they did not use a pallet truck on delivery out of the van. Hence the damage to the box. Have been promised phone calls back from managers, but they hide behind their front line staff making them take the brunt of customer unhappiness at their awful decision making. I did sign for the delivery - but there was no delivery information visible - number of boxes / items or even an option to mark as damaged.
No timestamps for the photo or actual proof of delivery has been offered”
“Daals breaches the Consumer Rights Act 2015. They charged me a £60 failed delivery fee, deducted from the cost of the refunded item, plus the delivery charge of £29.99.
I ordered a sofa and they wouldn't deliver it to my second floor flat, so I had to ask the delivery team to take it back when they arrived and said they had to leave it on the ground floor. Their delivery terms are conveniently buried in the website footer. They told me it was my fault. I'll be taking them to the small claims court if chargeback process is unsuccessful.”
“I was sold a faulty settee with the ability to secure only 3 corners - so it couldn't be used. Daals have not engaged on this at all. They have suggested I use it "in its current condition" with compensation of £100. Use it as what? A dangerous piece of furniture which could cause an injury? An ornament? A bizarre approach to after sales service. I am now invoking my rights under the Consumer Rights Act 2015 and suggest anyone on this review threads does the same.”
“Issues with quality and very slow/poor customer service. I bought a double bed and mattress from Daals 3 weeks ago. The mattress is too small for bedframe so I can see a gap all the way around, and the bedframe came missing an essential part. I flagged both issues with Daals customer service and they have yet to provide any solutions about if, how or when this will be resolved, or if they will give a refund. They have been asking me to wait and be patient for 2 weeks now with no offer of resolution.
Complaint no. #530534”
“I ordered the Manresa Rope 5-Seater Sofa Set in Taupe and Beige. The order process was smooth, and the delivery even arrived a day early with a helpful call confirming the time.
Unfortunately, the problems began on delivery day. The 3-seater sofa had a large dent on the arm, and the table was scratched all over. I raised a return request immediately and provided multiple photos of the damage (even before unpacking). Despite this, the team repeatedly asked for more evidence of the box and damage.
Since then, I’ve been trying to return the faulty items, but the process has been frustrating. The team insists on the items being repackaged before collection, but because of health and safety, they won’t be able to remove the items from my garden, meaning I have to leave them outside on a public road. They refuse to confirm a collection date without the items being packaged first, but I can’t package them properly without knowing when collection will happen.
After two weeks of back-and-forth, the situation remains unresolved. This seems like a poorly handled returns process that unnecessarily complicates what should be straightforward. My suggestion would be simple: confirm the collection date, and I’ll package the items on that day and provide evidence accordingly.
It’s disappointing that common sense and clear communication could prevent negative reviews like this one.
I am hopeful to come to a resolution soon.”
“Buyer beware that if your goods arrive damaged or faulty Daals will make it as difficult as possible for you to return them. They will insist that you forward photos and video evidence of the issue as they have to claim their refund from the original manufacturer before taking any further actions. This is I believe contrary to your customer rights as they are (Daals) the retailer and are ultimately responsible. If you inform them you wish to return the item they will simply refuse to accept the return of damaged goods. If you insist on returning the item you do this at your own cost and Daals offer no assurance of replacement or refund. To be transparent their returns policy is detailed on the website and make their policy very clear, but offers few options other than to accept that you have been very poorly treated and have paid for defective goods. We certainly will making all friends and family fully aware.”
“junk. no 1-star reviews, which I've made many. clearly scamming people. bought a dining table and after a few months, it looks like absolute junk. I feel so stupid for spending money with this company.”
“Two months from purchase and one of the dining chairs is falling apart, not what one is after when buying furniture, especially for the price charged for these chairs.”
“Awful company very treacherous they told me to close my paypal case after sending me damaged goods they then did not assist me after I closed the case upon their request.”
“I ordered a sofa from Daals and the delivery was at 7am. Unfortunately, I had a heart attack at 4am and was taken to hospital in an ambulance so was unable to accept delivery. I emailed Daals from hospital the next day and apologised that I wasn't able to accept delivery and why. I also told them I was a pensioner and it would be very difficult for me if they insisted on keeping the £30 missed delivery fee.
They charged me me £30 for delivery in the first place, even though it states free delivery for items over £99 in their own T&C's, the sofa was £359.00
That's £60 on total they kept and received the sofa back. I was £60 down and had nothing for it
I was happy to pay £30 delivery but was upset that they kept the £30 missed delivery fee too when they refunded me £329.00 after explaining why I missed the delivery.
The original £30 delivery charge was a separate transaction for some reason. After I paid the £359 for the sofa on their website with my credit 💳 they emailed me and told me that they required a £30 delivery charge to be paid before they could deliver it. So I paid it separately from the sofa payment
They are a computer says no company and I won't be buying from them again”
“Really bad logistics, may parcel and item arrived damaged and customer services is really slow and poor. If anything happens you will be waiting months for a replacement item and the communication from customer service is less than helpful. You get apologies but the same things happen over and over again.”
“Awful customer service. Taking 3 weeks minimum for them to change a damaged dining chair. Same issues for the second time now. We will not ever use them again. Shame on you Daal’s.”
“I ordered a chest from them a month ago and still arguing with their customer service. The chest has a obvious misalignment between panels, skewed deco raffia over the drawers, peeling off drawers, and two of the handles are missing! I recorded videos and took pictures as they requested, and they replied that they think those things fall into their "manufacturing tolerance". On the top of that, they reply one email per day if you are lucky. They also indicated they won't accept a return without the original packaging, but the delivery guy took away the empty box when they left!! The whole thing looks like a scam and I'm considering report it to related department...don't trust the reviews on their website!”
“Was charged £80 for missing a delivery of a table and chairs after only being
notified of the morning delivery slot at 4 am the same morning. As I had received an earlier email saying I needed to be contactable, not present, I wasn't concerned and expected a call. There was no call, just an £80 fine for the missed delivery. When I emailed customer service, they refused to arrange redelivery at any time when I knew I could be present all day, and refused to refund me fully when I cancelled the order without deducting what seems to be an arbitrary and excessive fee. Their customer service has been non existent, unsympathetic and dismissive. I strongly advise others to stay away from this company. Check out the other truthful one star reviews which mention the same issues”
“Ordered some outdoor furniture, the parts they sent were damaged and unusable. We’ve been trying to contact daals for replacement pieces / frames. They said we need to “loosen our bolts and try again.” When clearly they put the holes too closely together and it doesn’t align properly.. I wish I would have listened to the others when they said do not buy from here.”
“My brother in law got this bed for me and my husband. He spent $900 on the bed. They sent us the wrong size. Now they want me to spend approximately $300-400 to return it to, and then spend an additional $900 to buy ANOTHER bed, so that HOPEFULLY they send us the correct size this time? Is this a scam? It just sounds outrageous.”
“I had a deeply frustrating experience with Daals. Despite providing three days' notice that I wouldn't be available for the scheduled delivery of a bed, they proceeded with it anyway. Their customer service team assured me the driver would be informed not to attempt delivery, yet I received multiple calls from the driver on the day.
The initial delivery notification gave me only a 40-minute window to respond, which is completely unreasonable. When I contacted customer service, they insisted I had missed the cut-off time to reschedule, even though I had provided ample notice.
They are now demanding a £60 rescheduling fee. Their lack of flexibility and poor communication have left me extremely dissatisfied. I strongly advise others to steer clear of this company.”
